We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 395 results
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Decision Reference DRN-5504668
28 May 2025 SEIB INSURANCE BROKERS LIMITED Not upheldInsuranceDRN-5504668 The complaint Mrs B complains SEIB INSURANCE BROKERS LIMITED trading as Lansdown Insurance Brokers (“LIB”) treated her unfairly when brokering her home insurance policy which she says has led to her suffering a significant financial loss. What happened LIB was Mrs B’s insura... (3 pages)View decision -
Decision Reference DRN-5039078
24 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5039078 The complaint Mr C complains that AXA insurance UK Plc (“AXA”) has unfairly settled a claim under his buildings insurance policy. Any reference to Mr C or AXA includes respective agents or representatives. What happened The background of this complaint is well known between ... (6 pages)View decision -
Decision Reference DRN-4671439
11 Mar 2024 Fairmead Insurance Limited Not upheldInsuranceDRN-4671439 The complaint Mrs K complains about the settlement of her property insurance claim with Fairmead Insurance Limited. Fairmead are the underwriters (insurers) of this policy. Some of this complaint concerns the actions of their appointed agents. As Fairmead accept they are accoun... (4 pages)View decision -
Decision Reference DRN2274385
12 Sep 2016 Deeside Insurance Brokers Ltd UpheldInsurance (excluding PPI)Mr and Mrs D have complained because they think Deeside Insurance Brokers Ltd mis-sold their home insurance policy.backgroundMr and Mrs D’s insurer reduced the settlement of a claim they made on their home and contents insurance because the home was underinsured and i... (5 pages)View decision -
Decision Reference DRN-4876487
27 Jun 2024 Covea Insurance plc UpheldInsuranceDRN-4876487 The complaint C, a limited company, complains Covea Insurance plc has only agreed to partially settle a claim against its buildings insurance policy. C is represented by its director. For ease of reading, I will refer to her actions as C’s. Covea is represented. For ease of rea... (3 pages)View decision -
Decision Reference DRN2713963
24 Nov 2014 The Insurance Partnership Services Ltd Not upheldInsurance (excluding PPI)This complaint relates to the services provided to Mr B by his broker, The Insurance Partnership Services Limited (‘IPS’), in relation to his Farm Combined Insurance Policy. backgroundMr B arranged insurance for his farm through IPS over a seven year period before there was a fire leadi... (2 pages)View decision -
Decision Reference DRN7517695
16 Dec 2015 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsurance (excluding PPI)Ms G is unhappy with the way Ocaso SA, Compania de Seguros y Reaseguros (Ocaso) dealt with a flood damage claim.backgroundI wrote a provisional decision in October 2015. I’ve attached a copy which forms part of my final decision.Ms G responded to my provisional decisi... (6 pages)View decision -
Decision Reference DRN-4840388
28 Sep 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4840388 The complaint Mr and Mrs A complain that Chaucer Insurance Company Designated Activity Company (“Chaucer”) unfairly declined a claim made for fire damage to their rental property. Any references to Chaucer in this decision include its appointed agents. What happened In Novem... (2 pages)View decision -
Decision Reference DRN0708632
28 Jun 2013 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mrs K is dissatisfied with the offer of settlement made to her by AXA Insurance UK Plc in relation to a claim for escape of water made under her home insurance.backgroundIn May 2011, Mrs K contacted AXA to make a claim on her policy following an escape of water at her home. The appoin... (2 pages)View decision -
Decision Reference DRN-4121745
8 Jun 2023 Jelf Insurance Brokers Limited Not upheldInsuranceDRN-4121745 The complaint G complains that Jelf Insurance Brokers Limited gave it incorrect information at inception and renewal of its landlords insurance policy that led it to be underpaid by the insurer following a claim. As a director of G, Mr B brings the complaint on its behalf. He h... (3 pages)View decision
